Customer Success Manager - SaaS

The Customer Success Manager (CSM) plays a critical role in driving customer satisfaction, retention, and growth. This role requires a unique blend of account management and revenue responsibility experience, logistics and supply chain knowledge, communication, and project management skills. The CSM serves as both a strategic advisor and hands-on partner to our customers, ensuring successful adoption and utilization of our Warehouse Management System (WMS).

To be successful in this role, candidates must be located in the United States.

Essential Duties

• Serve as the primary point of contact for assigned customers, managing relationships and ensuring satisfaction.
• Drive revenue growth through upselling, cross-selling, renewal, and expansion opportunities.
• Understand customer operations and logistics workflows to provide relevant guidance and support.
• Coordinating amongst cross-functional teams and timelines.
• Conduct regular business reviews (MBRs/QBRs) to assess performance and identify improvement areas.
• Track and report on key customer success metrics such as retention rate, expansion revenue, and satisfaction scores.
• Escalate and prioritize execution of work, including customer communications when necessary.
• Collaborate with Sales, Product, and Support teams to ensure a unified customer experience.
• Support various company facing initiatives such as User Conferences, Marketing Case Study requests, Sales requests for references, customer webinar program participation, etc.

Knowledge, Skills, and Abilities

• Serve as the primary point of contact for assigned customers, managing relationships and ensuring satisfaction.
• Drive revenue growth through upselling, cross-selling, renewal, and expansion opportunities.
• Understand customer operations and logistics workflows to provide relevant guidance and support.
• Coordinating amongst cross-functional teams and timelines.
• Impeccable attention to detail and ability to prioritize and "project manage" customer issues and requests.
• Conduct regular business reviews (MBRs/QBRs) to assess performance and identify improvement areas.
• Track and report on key customer success metrics such as retention rate, expansion revenue, and satisfaction scores.
• Escalate and prioritize execution of work, including customer communications when necessary.
• Collaborate with Sales, Product, and Support teams to ensure a unified customer experience.
• Support various company facing initiatives such as User Conferences, Marketing Case Study requests, Sales requests for references, customer webinar program participation, etc.
• Travel required - 25%

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer. Other duties or projects may be assigned in addition to this general overview of the job.

Education

• Bachelor’s degree in Business, Logistics/Supply Chain Management, or related field.

Experience

• 7+ years of experience in customer success, account management, or implementation related roles.
• Experience working with logistics, supply chain, 3PL, or warehouse operations.
• Proven track record of directly being responsible for and managing customer relationships via an assigned portfolio and driving revenue growth.
• Experience leading cross-functional projects and managing timelines.

Preferred Qualifications

• Experience with Tier 1 or 2 WMS or similar systems.
• Advanced knowledge of logistics and warehouse operations.
• Leadership experience in mentoring or coaching team members.

Not only does Datex Inc. accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. Datex is proud to be an equal opportunity workplace!

Datex will consider qualified applicants with criminal histories in a manner consistent with local Fair Chance Hiring Ordinances.

• Medical, Vision, Dental and Life/Disability Insurance available
• Paid Time Off and Paid Holidays
• 401K
• Supportive leadership environment

Salary range: $100k to $140k base plus bonus opportunities, depending on many factors including experience, skill set, and more.